DocumentCode
961796
Title
Quality with people or people with quality?
Author
Bett, Mike
Author_Institution
British Telecom, Ipswich, UK
Volume
3
Issue
4
fYear
1993
fDate
8/1/1993 12:00:00 AM
Firstpage
155
Lastpage
161
Abstract
The author suggests that quality is not achieved by having high-calibre people, nor even high-calibre managers, but rather it is achieved by a style of management which has the aim of successfully getting everyone to strive for customer-focused excellence in everything. The author discusses the quality strategy introduced at BT during the 1980s and the effects it has had on the company
Keywords
management; quality control; telecommunication; BT; customer-focused excellence; management; quality;
fLanguage
English
Journal_Title
Engineering Management Journal
Publisher
iet
ISSN
0960-7919
Type
jour
Filename
240171
Link To Document